basic administrational guide for dental clinic!

Dental Administration

Basic Administrational Guide For Dental Clinic!

Part 1. Work Flow Basic Diagram & Steps

By Dr. Anna Maria Yiannikos

DDS, MSc, LSO, MBA

Introduction & Table of Contents

This presentation consists Simple Steps

• Step 1: Basic Dental Team Members Diagram

• Step 2: Appointments Etiquette

• Step 3: Welcoming the Patients Etiquette

• Step 4: Preparation of Treatment

• Step 5: Completion of Treatment

Benefits of Creation of Work flow diagram & Steps

Staff:

• Creation of calm & relaxing environment for dental team

• Avoid mistakes & misunderstandings between staff

• Creation & awareness on individual responsibilities and duties

• Basic Communications & Administration Skills within dental clinic

• To avoid conflict and build strong team relationship

• Maximize the efficiency of your staff

Patients • Creation of calm & relaxing environment for

patients • To ensure a high quality level and patient sa

tisfaction

The main reasons that require the creation of a work flow diagram are the following:

3 Dental Administration – Dr. Anna Maria Yiannikos DDS, MSc, LSO, MBA

[email protected], www.yiannikosdental.com, www.dba-aalz.com,

mailto:[email protected]

http://www.yiannikosdental.com/

http://www.dba-aalz.com/



1) Basic Dental Team Members Diagram

• Dentist

• Dental Assistant

• Receptionist

Receptionist Dental Assistant

Dentist








2) Appointments Etiquette

5

Receptionist

Existing Patient

New Patient

Always Remember Appointment Reminder & After Treatment Follow Up to patients when necessary! Smile when on phone(even though they can not see you, they can understand that you are smiling from the tone of your voice. This also has a nice impact to the patients in the waiting room than can see you!

Telephone Ring Book Appointment Write Down in Calendar

Dental Administration – Dr. Anna Maria Yiannikos DDS, MSc, LSO, MBA







3) Welcoming the Patients Etiquette

Receptionist:

1) When a patient arrives at our centre the receptionist always welcomes them with a warm smile.

2) She/he must remember their names so she/he can greet them with their surname!

3) In the case of a new patient we introduce our selves by telling them our name and our position at the centre.

Hello Mr. Smith!








• The Receptionist offers the patients something to drink.








• If it is a new patient the Receptionist give the patient history to fill in either in electronic form (iPad etc.)or in paper








4) Preparation of Treatment

• The Receptionist gives the patient history document

( electronic or written) to the Dentist.








• The Dental Assistant prepares the examination room and invites the patient to come in.








• The Dental Assistant takes an X-Ray of the patient if the doctor finds necessary.








• The Doctor after the clinical examination and the X-Ray discusses outcomes with patient and decide together how to proceed.








• The patient takes a copy of their X-ray either on a CD which the Dental Assistant prepares or sends via email within 24 hours.








5) Completion of Treatment

• When treatment is reaching the end the Dental Assistant writes down in detail the cost of the treatments completed and hands it to the Receptionist manually or via the internal communication computer system.








• The Receptionist prepares the invoice while the Dental Assistant leads the patient to the office after the completion of the treatment and offers them a warm towel for their face and hands or something to drink.








• The Receptionist undertakes the settlement of financial and schedules when needed the next appointment.

• She writes down the appointment on a card and gives it to the patient or if they prefer she sends it via email so they can also include it in their calendar.

Date: Wednesday 12/05/14 Time: 16:00








Always Remember We always say Thank you & Goodbye to all our patients before their departure!

Useful Phrases • It is my pleasure… • You are welcome… • I take responsibility to… • Of course… • Definitely… • Sure… • How can I assist you today…








End of Part.1 Work Flow Basic Diagram & Steps

Thank you very much for your time and attention!








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basic administrational guide for dental clinic!

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